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AOL FAQ's Dated May 3, 2002 (archived)

Crewmembers can install the AOL 7.0 disc sent to them at home (for U.S. flight attendants) or to their domicile (for international flight attendants), and follow the instructions. For more information on how to obtain the AOL disc, see the Disk Shipment FAQs below.  If you have questions while installing AOL, call the AOL Help Desk at 1-877-340-1014 from within the United States or (703) 476-0514 from outside the United States

Are you a Macintosh user running OS X?

WHY DID WE DO THIS?

1) Q: Why are we moving from CompuServe to AOL?
A: As the world’s leading interactive service, AOL provides 24-hour customer support, plus additional features and content. Also, a large number of crewmembers are already using AOL as their Internet service provider.

The following were all considerations for transitioning to AOL from CompuServe. They are (not in priority order):
• CompuServe reduced its technical support staff, making it difficult to implement changes and make improvements. AOL has a large technical staff to provide the support required for United’s 25,000 users.
• For years, subscribers complained about CompuServe’s service.
• Sixty-five percent of our subscribers, who maintained a second account with another Internet Service Provider (ISP), had AOL as their second ISP.
• AOL owns the technology and provides the security for access to Unimatic and Apollo. It is financially prohibitive for United to provide the same services. Without the technology and the security provided by a partner (AOL), United could not provide access to Unimatic and Apollo at home.
• CompuServe advised its airline customers, including United, that it will no longer support the legacy (CompuServe Classic) environments.
• United's 30-year-old infrastructure can no longer support the number of users for the CompuServe Classic environment. The hardware and software on United's computers is old and cannot be replaced or maintained.
• The cost to United to continue to support the “classic” environment continues to escalate. The older the environment, the higher the charges from our network partners to provide support.
• United's long-term strategy is to get out of Unimatic and have a 100-percent Web-based environment. The interface provided by the AOL technology fits into that strategy.
• Customer billing/frustration is at an all time high for users in the classic environment. Due to the age of the United infrastructure, hundreds of users were trapped in United’s network on a regular basis. When a user became “trapped” in United’s network, the user’s credit card was charged as if they were still signed on. Some users experienced monthly charges that exceeded $1,000.
• CompuServe no longer supported older versions of its software, including versions 2.14, 2.6, 3.0 etc.
• AOL is more technically advanced than any other ISP. Depending on the user’s needs, AOL offers services that United and other ISPs could not provide. This includes paging, PDAs, cell phones, e-mail by phone, etc.
• CompuServe wanted an exclusive three-year agreement, a minimum user commitment (most of our subscriber base) and a financial commitment. United would not agree to those terms.

GENERAL FAQS

1) Q: Who will be able to access Unimatic and Apollo using AOL?
A: Any United Airlines employee with an AOL account and AOL software installed on their computer will be able to access Unimatic and Apollo through AOL

2) Q: Will Unimatic/Apollo still be available on CompuServe?
A: No. Unimatic/Apollo access through CompuServe will terminate after May 8.

3) Q: Do United employees have to switch from CompuServe to AOL?
A: Yes, if they want to continue to access Unimatic and Apollo remotely.

4) Q: What will be offered with the new AOL plan?
A: United Channel (Unimatic/Apollo), USA.Net e-mail, AOL e-mail, all other AOL amenities and other United Web-based services, including SkyNet, will be offered on the AOL plan.

5) Q: Do the individuals who already have an AOL account have to get a new account?
A: No. They can simply type in “UAL CREW” under AOL Keyword, fill in the requested profile information and sign on to the United Channel. To inquire about or change your requested pricing plan, call AOL at 1-877-340-1014 from within the United States or (703) 476-0514 from outside of the United States.

6) Q: Who is affected by the migration from CompuServe to AOL?
A: All United employees, including crewmembers that currently use any version of CompuServe, Unimatic Add-On, VB2000, Bidplus Millennium and WinBid are affected.

7) Q: What do Onboard Service Supervisors or other employees who were using CompuServe to access Unimatic/Apollo need to do?
A: If they already have an AOL account, they can enter “UAL CREW” into the AOL Keyword, fill in the requested profile information and sign on to the United Channel. If they do not have an AOL account, they can call AOL at 1-877-340-1014 and request that a United Crew Kit be sent to them.

8) Q: What is the customer support number for AOL issues or inquiries?
A: Prior to the May 8 deadline, if you need technical assistance, please call 1-877-340-1014 from within the United States or (703) 476-0514 from outside the United States. When prompted, select option 1, then option 3. This will route you directly to someone dedicated to United issues. After the May 8 deadline, the procedure for obtaining customer support is to call 1-877-340-1014 within the United States or (703) 476-0514 from outside the United States. Please ensure you listen to all options. When you call in, please select 1 on the first option if you are using AOL or would like to sign-up for AOL. Then, on the second option, select 1 if you have any questions regarding AOL specific technical, billing or password issues; select 2 for registering for the AOL service; or select 3 if you have any questions regarding the United Home Channel

9) Q: If I need technical support, whom should I call and what are the phone numbers?
A: If you are having problems with any element of AOL up to the point where you see the Unimatic and Apollo screens, contact AOL customer support at 1-877-340-1014 from within the United States or (703) 476-0514 from outside the United States. If you are having problems with Unimatic and/or Apollo after they appear on your screen (after the point of Unimatic/Apollo sign-on) contact the United Support Desk at 1-800-255-5801. If you have questions that you feel have not been answered by either support desk, you can send an email to aolquestions@ual.com.  This email account is monitored by United employees familiar with the conversion. You can also send emails to unitedsupport@aol.com.  This account is monitored by AOL personnel who are experts on United Airlines remote access issues.

10) Q: Upon receiving the AOL disk, when can crewmembers install and begin using it?
A: They can use it immediately. Along with the software, AOL has provided a unique screen name and password to sign on immediately. Crewmembers can also create up to six additional e-mail addresses for use on their account by going to AOL Keyword “Name.”

11) Q: How is the communication of the CompuServe/AOL migration being communicated to crewmembers?
A: There has been information on Front Page News, in Onboard Updates, NewsReal, e-mail, Internet Pop-Up Ads, domicile briefings, Skynet and the United Airlines Channel on AOL/CompuServe.

12) Q: What will AOL look like to the users in comparison to CompuServe?
A: Upon entering “UAL CREW” into the AOL Keyword, and completing the requested profile information, AOL will look identical to what CS2000 users currently see.

13) Q: Can crewmembers’ current CompuServe screen name continue to be used with AOL?
A: No. A new screen name must be created for all new AOL subscribers. If the crewmember is a current AOL subscriber, their current screen name will work. New AOL members have been given a unique screen name and password with the AOL software kit. Users can also create up to six additional e-mail addresses for use on their account by going to AOL Keyword “Name.”

14) Q: Once crewmembers sign up for AOL, do they have to cancel their CompuServe account or will it be cancelled for them?
A: The CompuServe account will remain active unless users choose to close it by contacting CompuServe at 1-800-447-8549 within the United States or (614) 457-8600 outside the United States. All active CompuServe accounts will continue to be billed.

15) Q: If crewmembers use CompuServe e-mail, will their e-mail account be automatically transitioned to the new AOL account?
A: No. Before canceling CompuServe, crewmembers should ensure that anyone using their current CompuServe e-mail address has been informed of their new AOL e-mail address.

16) Q: Does the AOL software need to be installed to use the United Channel?
A: Yes. Without the software installed, the user will be unable to use the “AOL Keyword” function to search for “UAL Crew.”

17) Q: If I’m a United Employee with AOL access and simply want to use Apollo to check flight loads, can I use my AOL account?
A: Yes. Simply enter “UAL Crew” into AOL Keyword and follow the instructions.

MINIMUM SYSTEM REQUIREMENTS FAQS

1) Q: What are the minimum system requirements necessary to use AOL for Unimatic/Apollo access?
A: The minimum requirements are:
• Hardware - At least a Pentium 200 computer with 64 Megs of memory, a 4 gigabyte hard drive, CD-ROM and at least a 56K modem.
• Software - Internet Explorer 5.02 or above, the most recent version of Java Virtual Machine (JVM) installed on your computer (see Technical FAQs for how to test and upgrade your JVM) and Windows 98 or above.

2) Q: Will I be able to access Unimatic/Apollo through AOL if my computer has Windows 95?
A: Yes. As long as the Internet Explorer browser and JVM minimum requirements are met, you can access Unimatic/Apollo if your computer has Windows 95 (Microsoft no longer provides technical support for Windows 95).

3) Q: Is there support or help documentation available on the current CompuServe or AOL site that will help users understand the system requirements necessary for successful migration from CompuServe to AOL?
A: Yes. In the lower left-hand corner of the current AOL and CompuServe 2000 Crew Channel page is an “Assistance” link. When users click on “Assistance,” there are two links at the bottom of the page that can be accessed that provide support. These two links are “UAL Guide.doc” and “UAL_Guide.pdf.” It is most helpful for the user to review these links before installing the new AOL 7.0 software.

MACINTOSH FAQS

1) Q: Will AOL work on MacIntosh?
A: Below, you will find the instructions and requirements necessary to access Unimatic/Apollo with a Macintosh computer. There is detailed information about system requirements, how to connect, known issues and reporting any problems back to AOL. It may be helpful to print out these instructions and follow the steps while you are attempting to connect.

MacIntosh Instructions

System Requirements
• In order to use a Macintosh computer with AOL to access Unimatic and Apollo, you must be using an OS version earlier than OS X. Any 8.x or 9.x version will work. At this time, OS X DOES NOT work. When OSX is installed, it automatically installs both OSX and a classic version of the Mac OS. If you have a Mac computer with OSX, you must follow these procedures using the “Classic” Macintosh Operating System (Any 8.x or 9.x version) and not OSX. This will NOT require you to purchase any additional software. Please contact either the AOL help desk or Apple for further clarification. OS X and iPlanet Portal Server (the secure connection technology) are currently incompatible.

• You must have at least 64MB of RAM to run Java applications according to Apple. More RAM will improve the performance of your access to Unimatic/Apollo.

• You must have installed Apple's Mac Runtime for Java, MRJ version 2.2.3 or higher. The latest is 2.2.5, and is available for download at http://developer.apple.com/java/classic.html.

• You must have Internet Explorer (IE) 5.1 or higher for the Mac installed. You may download it at this Web address: http://www.microsoft.com/mac/products/ie/ie_default.asp.

• You must CONFIGURE IE as follows: START IE. CLICK “Edit” on the pull-down menu at the top of IE, then SELECT “Preferences.” CLICK on “Java” on the left-hand side. In the “Java Options” box, make sure there is a check in the box next to “Enable Java (Apple MRJ),” “Log Java output” and “Log Java Exceptions.” You may, but are not required to, check “Alert on exception.” In the “Security Options” section, make sure “Network Access” is listed as “Unrestricted Access.” CLICK “OK” to close the dialog box.

• You must have the AOL client installed on your Mac.

Using Unimatic/Apollo
Once your Mac is configured as stated above, try to use Unimatic/Apollo using the following steps:
1) CONNECT to AOL using the AOL software.

2) GO TO keyword "UAL CREW." This displays the UAL Crew Channel home page. If you have never visited this site before, you will be taken to a profile entry page. The information entered here verifies you as a valid United employee, and configures your account to be able to access UAL content, including Unimatic and Apollo.

3) Now START IE. Using IE, GO TO the Web address for Unimatic and Apollo access: http://airline.compuserve.com/ual/launch_ip2.asp. NOTE: Within AOL, you cannot simply click the "Unimatic/Apollo" link on the UAL crew channel home page. The Mac OS does not allow AOL to automatically launch IE like Windows does. This is the reason for launching IE separately.

4) After launching IE and going to the Unimatic and Apollo Web address, you should be presented with a logon screen. ENTER your AOL screen name and password.

5) You may see 1 or 2 security certificates, one from iPlanet Inc. and the other from CompuServe. CLICK "YES" to both certificates. It is OK to check the "Always trust this signature" box, so that you don't see these warnings in the future.

6) You will see a message beginning "Please wait while Internet Explorer launches. Your secure connection to Unimatic/Apollo is in process." At the end of this message, there is a single capital letter (A, B, C, D, E or F). WRITE DOWN this letter so that you may report it to us if you have to report a problem. (This letter indicates which of AOL’s host servers is being used for your connection.)

7) Next, the United Home Access page will display, along with a smaller window titled "Netlet." On the Home Access page, there is an area of light blue, with the text "Welcome to United Airlines Home Access from AOL (or possibly CompuServe).” There is a button below that labeled "CLICK HERE to proceed to Unimatic / Apollo." Text just below the button starts as "Waiting for the Netlet to load," then changes to "You may now proceed to use Unimatic/Apollo." WRITE DOWN the beginning of the URL displayed at the top of your browser so that you may report it to us if you have to report a problem. It should begin with https://gw-rN.airline.compuserve.com" where "N" is a number ranging from 1 through 8. When reporting a problem, AOL will need, for example, "gw-r8."

8) Once the text has changed to "You may now proceed to use Unimatic/Apollo," please CLICK the button. You will likely have to click twice to have the click accepted. (The first click merely brings that page to the foreground, ready to accept your requests.)

9) After clicking the button, a message is displayed asking you to "please wait while the emulator applet loads," and another java applet is downloaded, and run (What does this mean?). The first time you download this applet, it can take many minutes (10 - 15 minutes via a dialup connection is common). The applet should display a black window titled "Unimatic -- CTCBridge." The word "Connected" should appear in the lower left, just above the button labeled "Clear" when the applet is ready for your input.

10) To sign on to Unimatic/Apollo, ENTER “SON/" followed by your file number.

11) SIGN OFF of Unimatic/Apollo before you leave, and close the terminal emulator applet.

12) After you have signed off, you may close the emulator window, or press the “Quit” button, and it will automatically close the window for you.

Known Issues
• You MUST CLOSE the emulator window and IE after every Unimatic/Apollo session. Make certain you QUIT IE from the FILE drop-down menu choice. If you fail to do so, the "CLICK HERE" button may not ever become enabled, and the text below it will stay at "Waiting for Netlet to load..."

• Your system may appear to lockup, or freeze, when you close the emulator window. You may have to use the force-quit command ("apple - option - esc"). If this happens on servers other than A or B, please report it to the e-mail address in the “How to Report Problems” section below. This problem will be resolved once we have converted over entirely to our new servers.

• As mentioned previously, OS X is not currently supported. If it works for you using OS X, please report it.

• Certain software, such as Internet Call Waiting or firewall software, can conflict with the Unimatic connectivity. If you encounter problems, please try disabling this software and try again, before reporting the problem.

How to Report the Problems
If you encounter problems while trying to use Unimatic or Apollo, send an email to: UnitedSupport@aol.com. 

Please describe the problem/symptoms/experiences in as much detail as possible. Include the date, time and your time zone (or location) so AOL can match against our system error logs. Reference the steps given above, tell us the last successful step, and then what happened after that. Then tell us how your experience differed from the description offered in the steps listed above.

Please also send a copy of your Java console log. This file is called "Java Message Log" and can be found in the folder where you installed Internet Explorer. If you have trouble locating this file, you can find it with the Finder or Sherlock.

(End Mac Instructions)

2) Q: I have Mac OSX and want to access Unimatic/Apollo via AOL. How can I do this?
A: There are a few options available to you.
• If you have a new Mac with OSX, OS9 is also installed by default. You will need to use OS9 in conjunction with AOL instead of OSX.
• If you have an older Mac and have upgraded to OSX, you will need to use OS9.x.x in conjunction with AOL. This is also included in your upgrade software.
• You can purchase Virtual PC or Soft Windows. These are programs that are used to simulate a PC and will make your Mac compatible with applications only designed for a PC. This software is available for purchase at most computer stores and retails for around $190.

3) Q: I have a Mac and I want to print my Unimatic/Apollo sessions. How do I do this?
A: The JVM that is used on the MacIntosh requires a different security model for applets than AOL’s applets are using. Some features in the applet, such as printing, require extra privileges since they access more of the user's system. What we see on the Mac is that these extra privileges are being denied.

At the moment, we do not have a fix for this problem although we are scheduled to look at it in a future release. A temporary solution would be to turn off the print capture window and use the Print Screen to HTML option instead of the Print option. What this does is send the screen as HTML to a new browser window and then the user can use Internet Explorer's printing feature to successfully print the screen.

BIDDING SOFTWARE FAQS

1) Q: Who is affected by the migration from CompuServe to AOL?
A: All United employees, including crewmembers that currently use any version of CompuServe, Unimatic Add-on, VB2000, Bidplus Millennium and WinBid are affected.

2) Q: Will third-party bidding software such as Bidplus Millennium continue to work with AOL?
A: For the time being, third party software will continue to work and will remain unchanged for those using the most current version of that software. However, users will need to first enter the United Airlines Channel through AOL and create a new profile before using third-party software.

3) Q: What should I do if I can’t get my bidding software to work?
A: Contact the company/individual from whom you obtained the bidding software.

4) Q: Why will some bidding software work with AOL while others won’t?
A: All bidding software applications have been designed, programmed, and sold by developers outside of United. In some cases, these developers are United Employees who develop these programs as a second job. None of these programs are supported by United. All of these developers have been included and/or informed of the change from CompuServe to AOL and are aware of the fact that their software will need to be modified. At this point, it becomes a business decision for each of these individuals of whether or not they want to continue to provide their software in this new environment. While most developers have chosen to modify their programs to work, some have chosen not to. This is why some bidding software will work while other will not. Please contact your bidding software provider directly for more details on their specific application.

TECHNICAL FAQS

1) Q: I am converting from CS Classic to AOL and am unfamiliar with all of the Netlet and Applet windows. What do I do with these and why are they there?
A: These windows and associated applications are for security purposes to ensure that United confidential material and information is not accessible to those who are not employed by United. Do not close any of these windows. They are all necessary for Unimatic/Apollo to open. Closing any of these windows will stop Unimatic/Apollo from opening.

2) Q: Why doesn’t Unimatic/Apollo start immediately upon clicking the link for the first time?
A: The Unimatic and Apollo software needs to download to the user’s computer the first time it is used. This will take a few minutes. Please be patient during the first access (it usually takes about five to 10 minutes via dial up).

3) Q: Why does it take so long to access Unimatic/Apollo with AOL when it was much quicker with CompuServe Classic?
A: The reason it takes some time to open Unimatic/Apollo via AOL is because the Netlet has to download each time. The Netlet is the security piece that is necessary in a web-based environment (which AOL and CompuServe 2000 are, but CompuServe Classic was not) that ensures that company confidential or employee personal information is not accessible by those not employed by United. Additionally, these security pieces and the Web-based environment is what makes it possible for United employees to access Unimatic/Apollo from any computer worldwide that has AOL software installed.

4) Q: When I convert, will there be a problem with the cookies that are still on my PC?
A: Cookies are session-based, and should not interfere with access via AOL. If it appears that they do interfere, clear the browser cache by launching Internet Explorer; click on “Tools” in the pull-down menus; select “Internet Options” under the “General” tab; find the “Temporary Internet Files” section; and click on “Delete Files.” Alternatively, Classic CompuServe members upgrading to AOL will need to delete Virtual Key from their computer. They can do this by clicking on the Windows “Start” icon; selecting “Programs;” going to “Virtual Key;” and clicking on “Removing Virtual Key.” Another option is to go to “Start,” “Control Panel,” “Add/Remove Programs” and “Virtual Key.”

5) Q: When entering the Unimtic/Apollo link for the first time, what should the user answer to questions regarding the use of “Netlet,” “CTC Core Product,” “Microsoft” and “Sun Microsystems”?
A: Click “Yes” for all prompts.

6) Q: Will an older version of AOL other than 7.0 allow access to Unimatic and Apollo?
A: Yes, as long as the Internet Explorer browser is version 5.0 or above and the Java Virtual Machine (JVM) is current. The compatibility of a JVM can be checked at the test link at Keyword “UAL CREW.” On the Crew Channel page, click on “Unimatic/Apollo Help” and follow the instructions on the following page to test and upgrade your version of JVM.

7) Q: What happens if the user bypasses the profile request?
A: The user will be unable to access the United Channel, including Unimatic and Apollo.

8) Q: What happens if the user answers “No” to the “Netlet” or “CTC Core Product” prompts?
A: The user will be unable to connect to Unimatic and Apollo.

9) Q: Is there support or help documentation available on the current CompuServe or AOL site that will help users understand the system requirements necessary for successful migration from CompuServe to AOL?
A: Yes. In the lower left-hand corner of the current AOL and CompuServe 2000 Crew Channel page is an “Assistance” link. When users click on “Assistance,” there are two links at the bottom of the page that can be accessed that provide support. These two links are “UAL Guide.doc” and “UAL Guide.pdf.” It is most helpful for the user to review these links before installing the new AOL 7.0 software.

10) Q: What do users need to enter into the “Position” portion of the profile request?
A: Flight attendants should enter “Flight Attendant,” pilots should enter “Pilot” and all other users should enter “Other.”

12) Q: Is there any particular format that the “employee file number” should be entered in the profile request?
A: The employee’s six-digit file number should be entered (with proceeding zeros if necessary). DO NOT INCLUDE THE “U” IN FRONT OF THE SIX-DIGIT FILE NUMBER.

13) Q: Should I use my company seniority date or my division seniority date when completing the requested profile information?
A: You will need to use your company seniority date.

14) Q: Why do users still see “CompuServe” at the top of the screen when using AOL?
A: The United channel is currently shared between AOL the user and those users still accessing via CompuServe. Over the coming weeks, the channel will evolve to become more AOL and United specific.

15) Q: Does the AOL software need to be installed to use the United Channel?
A: Yes. Without the software installed, the user will be unable to use the “AOL Keyword” function to search for “UAL Crew.”

16) Q: If the user already has an older version of AOL installed on their computer, can they download a newer version off the internet or do they have to use the provided AOL 7.0 CD if they want to access the United Channel?
A: AOL 7.0 can be downloaded and installed on the user’s computer directly from the Internet by going to AOL Keyword “Upgrade.” Users also can simply use the AOL 7.0 CD provided.

17) Q: Is it necessary to install an AOL 7.0 CD on the user’s computer in order to access the United Channel?
A: AOL MUST be installed on the user’s computer. However, the software can be downloaded from the Internet at www.aol.com.

18) Q: I’ve upgraded to AOL from CompuServe Classic, but cannot access Unimatic/Apollo because of an authentication error. Why?
A: An authentication tool used by CompuServe Classic called Virtual Key is interfering with the connection. To remove Virtual Key from the computer, select the Windows “Start” button; choose “Programs;” choose “Virtual Key;” then click “Remove Virtual Key.” This will uninstall Virtual Key. Another option is to go to “Start,” “Control Panel,” “Add/Remove Programs,” “Virtual Key.” You may also experience problems with the version of the JVM on your computer. The compatibility of a JVM can be checked at the test link at Keyword “UAL CREW.” On the Crew Channel page, click on “Unimatic/Apollo Help” and follow the instructions on the following page to test and upgrade your version of JVM.

19) Q: I have updated Windows XP, will Unimatic/Apollo work?
A: Yes. Make sure your cookies are enabled if you cannot access Unimatic/Apollo. Go to “Start,” “Control Panel-Network and Internet Connections” and “Internet Options.” Click the “Security” tab; then click on “Default.” Click the “Privacy” tab; click on “Default;” click on “Advanced.” Ensure there is a check mark is next to “Override Automatic Cookie Handling” and that the following is selected: “First-Party Cookies is Accepted,” “Third-Party Cookies is Accepted” and ensure a check mark is next to “Always Allow Session Cookies.”

20) Q: Does it matter if my computer's clock is set incorrectly?
A: Yes. If your computer’s clock is set incorrectly (date, time, time zone), you will be unable to log into Unimatic and Apollo. Once the date and time are correctly set, you should be able to get into the system.

21) Q: I am getting an Authentication Error, what should I do?
A: If you are using Internet Explorer 6.0, go to “Start, ” “Settings,” “Control Panel,” and “Internet Options;” click the “Security” tab; select “Default;” click on the “Privacy” tab; select “Default” and then “Advanced.” Ensure a check mark is next to “Override Automatic Cookie Handling” and the following is selected: “First-Party Cookies is Accepted,” “Third-Party Cookies is Accepted” and ensure a check mark is next to “Always Allow Session Cookies.”

If you are using Internet Explorer 5.5, go to “Start,” “Settings,” “Control Panel,” “Internet Options” and click the “Security” tab. Click on “Default” and then click on “Custom Level” and scroll down to “Cookies.” Ensure that “Enable” is selected on the following: “Allow cookies that are stored on your computer and allow per-session cookies (not stored).”

22) Q: If I have installed any PopUp stopping utilities on my computer, will this affect my ability to access Unimatic and Apollo?
A: Yes. The Netlet utilizes a PopUp window, and software designed to prohibit PopUp windows will stop you from being able to get into Unimatic and Apollo. All PopUp stopping utilities will need to by uninstalled.

23) Q: Will the United Employee Forum currently on CompuServe be available with AOL?
A: Yes. You will need to obtain and sign-on using an AOL Instant Messenger Account.

24) Q: After uninstalling CompuServe 2000, why am I unable to connect to Unimatic/Apollo.
A: You will need to delete a “cookie,” which is a file on your computer. To delete the cookie (file), go to Windows Explorer or “Start,” “Find,” “Files” or “Folders.” Search for *@login[*].txt and then delete.

25) Q: I want to connect to apollo from an Internet café when I'm on vacation. Can I?
A: Yes, you can connect provided the AOL software is already on the computer. Go to keyword “UAL CREW.” Going to www.aol.com via the Internet will not allow you to access Unimatic/Apollo. You can also do this by accessing the following URL: http://airline.compuserve.com/ual/launch_ip2.asp

This will only work provided the following:
• You have a valid and current AOL account.
• The computer you are using will allow the dowloading of the applet.
• The computer you are using meets the minimum system requirements.

26) Q: I have a personal firewall installed. Will that cause problems?
A: It might cause problems. If you are having connection problems, try disabling the firewall and reconnecting. If you are unsuccessful at this point, you may need to contact your firewall vendor for additional support.

27) Q: Some of the Search IDs (commands) I enter into Unimatic/Apollo do not work (i.e. TVLLSU, TVLLOG). Why?
A: This problem has been addressed and should no longer exist. In the event that these commands still do not work, try clicking on the “SOM” button on the bottom of the Unimatic/Apollo window. Then try the command again.

28) Q: The AOL CD I received in the mail said it was AOL 7.0. But when I installed it, it was actually AOL 6.0. Why?
A: Even though your computer installed AOL 6.0, the CD is the AOL 7.0 software. AOL automatically installs the highest version of AOL that your computer can handle. Unimatic and Apollo will, however, be accessible from AOL 6.0.

29) Q: All the pop-up adds in AOL are slowing or crashing my computer. How can stop this from happening?
A: After AOL opens, select “Setting” from the Menu Bar followed by “Preferences.” Click on “Preferences” and from the window that opens, select “Marketing.” When “Marketing” opens, select “Pop Up.” Read the next screen and press continue. On the next screen, place a check mark in the “No, I do not want to receive members-only pop up offers” box. Click “OK” and then close the next window. You can select other categories from the same “Marketing” screen for declaring your preferences.

30) Q: AOL is automatically installing software on my computer that I do not want. How can I stop this from happening?
A: If you are using Windows 95, 98 or Me, you can go to MS Config, find the programs you don’t want to have installed, uncheck the box associated with that program and click “apply.” The next time you reboot your computer, these elements will not be loaded. Another option available is to conduct a “Custom Install” of the software. This will allow you to decide which programs to install.

31) Q: My computer is old but still meets the minimum system requirements. I have tried to install AOL 7.0, but my computer cannot handle the memory necessary for the associated programs and pop-up ads. What can I do to make my system work better?
A: When installing the AOL 7.0 CD, browse the CD and you will find that lower versions of AOL are found on the CD. Install AOL 5.0 or 6.0 instead.

32) Q: My connection to AOL is very slow. Why?
A: Speed of connection to the Internet is determined by a variety of factors. These include type of connection (dial-up, DSL, cable modem); time of day and/or day or week connecting; and phone number being used. If you are have an exceptionally difficult time connecting to the Internet, the most probable cause is the speed of your connection. You may wish to try a different access number and see if access speed improves. If you have an old modem, this may result in difficulty connecting and resulting slowness from page to page once connected.

33) Q: I use another provider (MSN, Earthlink, AT&T, etc.) as my primary ISP. I installed
AOL strictly for access to Unimatic and Apollo. But, now AOL has taken over my other
ISP. Why did this happen and how do I change this?
A: More than likely, you inadvertently checked the box during AOL installation that asks if you want to “Make AOL Your Default Browser.” To change this setting, you can right click on the Internet Explorer icon on your desktop. Go to the properties-connections tab. Change the default to whatever ISP you want to primarily use and click the “Apply” button.

34) Q: I do not want to use AOL 7.0 because it is so intrusive. (It installs applications I don’t
want on my computer) What are my options?
A: If you do not want to use AOL 7.0, you can install and use either AOL 5.0 or AOL 6.0. Both of these versions of AOL can be found on the AOL 7.0 disc. To access these versions, browse the CD, find the version you want to use and install it. Unimatic and Apollo can still be accessed via AOL using AOL 5.0 and 6.0.

35) Q: I don’t like the color or font in my Unimatic and/or Apollo screens. I want to
manually change my settings and save as my default. Can I do this?
A: No, you cannot save changes to your screen settings. If you want to change the font, color, or appearance of your screens, you’ll need to do it each time you use it.

36) Q: I have specific AOL questions that neither the United or AOL help desk can help me
with. What other support options do I have?
A: You can send an email to aolquestions@ual.com. This is an email account monitored by United Employees. Your issue will be addressed here.

PRICING/BILLING FAQS

1) Q: What are theAOL pricing plans?
A: They are (pricing plans are for use of the US AOL software):
1) $23.90 for unlimited access;
2) $9.95 for 10 hours a month and $2.95 for each additional hour; or
3) any standard AOL plan, including Bring Your Own Access (call AOL for more information); users can go to AOL Keyword “Billing” for more information or can call AOL. AOL provides a free trial of 1,000 hours in your first 45 days.

International pricing plans vary based on the country and software version used. See AOL International Pricing Plans contained in Question #8 below.

2) Q: Is the Bring Your Own Access (BYOA) available through AOL?
A: Yes, it is available for $14.95 per month for unlimited access. There are no surcharges for using the BYOA plan as long as you do not connect to the Internet via AOL. If you connect to the Internet via AOL, you may be subject to surcharges.

3) Q: Why is the BYOA plan with AOL more expensive than with CompuServe?
A: Since AOL provides more services than other providers do, the overall cost to subscribers is higher. This includes the AOL network in 140 countries, content specific to the location, multimedia content and tie-ins with other major offerings.

4) Q: Why is AOL more expensive than CompuServe 2000?
A: AOL provides 24-hour customer support plus additional features and content not available on CompuServe, as well as more access numbers. In addition, many CompuServe limited plan customers were also AOL customers, which means they can now have United Channel access for the cost of only the AOL account.

The following matrix shows a pricing plan comparison between CompuServe and AOL for users of the U.S. AOL software. Note that the majority of users are either saving money with the switch to AOL or are paying the same amount for increased hours on the limited plan.

Current CompuServe Plan Monthly Cost Number of Subscribers New AOL Plan Monthly Cost
CS 2000 Unlimited $19.95 1,274 Unlimited $23.90
CS 2000 Limited (20hrs) $9.95 4,792 Limited (10hrs) $9.95
CS Classic Unlimited $24.95 5,235 Unlimited $23.90
CS Classic Limited (5hrs) $9.95 13,463 Limited (10hrs) $9.95

5) Q: What if a United employee has a long-term contract with CompuServe? Are they still obligated to pay?
A: Yes. They must continue to fulfill the obligation of their CompuServe contract. However, there is an option to purchase an “AOL Bundle,” which provides the user with unlimited access to both AOL and CompuServe for $29.95 a month. (Go to Keyword: “Bundle” in CompuServe or contact AOL for further details.)

6) Q: Once crewmembers sign up for AOL, do they have to cancel their CompuServe account or will it be cancelled for them?
A: The CompuServe account will remain active unless users choose to close it by contacting CompuServe at 1-800-447-8549 within the United States or 1-614-457-8600 outside the United States. All active CompuServe accounts will continue to be billed.

7) Q: If I use an AOL disk other than the one that was mailed to me, and would like the $9.95 for 10 hours limited plan, what do I need to do?
A: You will need to contact AOL to request the limited plan. The default is the $23.90 unlimited plan and, unless otherwise specified, you will be established on that plan.

8) Q: If I live in a county other than the United States, should I use the U.S. version of AOL
or the local country AOL software?
A: It is up to the discretion of the individual. However, if the U.S. version of AOL is used internationally, the user will have to pay certain surcharges. While no surcharges will be incurred using the local in-country version of the AOL software, the pricing plans may be slightly different than the U.S. pricing plan. Contact the international AOL support number for details.

It is recommended for international users who live in a country without a local version of AOL to obtain a local ISP and then subscribe to the AOL BYOA plan. You install the U.S. version of the software and pay $14.95 per month in addition to whatever you are being charged by your other ISP. In order to be permitted by AOL to register for an account using the U.S. software, you must have a U.S.-based address. For individuals living internationally without a U.S. address, please send your name, file number, phone number, domicile and home address to aolquestions@ual.com. Your information will then be sent to AOL, which will allow you to obtain a U.S. AOL account.

AOL International Price Plans:
AOL UK: 14.99 pounds/month (no additional telco charges); offer is 100 hours in your first month
AOL Germany: 39.90 Duetschmark + telco; offer is 50 hours in first month
AOL France: 327.97 FF + telco; offer is 50 hours in first month
AOL Japan: 1980 Yen + telco; offer is 100 hours in first month

9) Q: I am familiar with CompuServe’s pricing plan and surcharges. I would like to keep using CompuServe as my primary connection to the Internet so that I won’t incur any new unexpected costs. How can I do this and still access Unimatic/Apollo?
A: Since Unimatic/Apollo will only be accessible through AOL after March 31 you will need to have an AOL account. However, if you would like to continue to use CompuServe as your primary ISP for accessing the Internet, you can sign up for the CompuServe/AOL Bundle. The cost for this is $29.95 per month and includes unlimited access to both CompuServe and AOL. You do not need a special “Bundle” disc. You simply need to have both AOL and CompuServe installed on your computer. You then need to contact AOL to request the Bundle plan. To avoid unfamiliar surcharges, you will need to continue to connect to the Internet via CompuServe. Once you are connected to the Internet, you can start up AOL and access Unimatic/Apollo. You will not incur any unfamiliar surcharges from AOL as long as you connect to the Internet via CompuServe and not AOL. Note: This will only work using CompuServe classic. This will not work using CompuServe 2000.

10) Q: I currently have CompuServe and do not want to get rid of it. I need AOL for Uni/Apollo. How can I keep both at an affordable price?
A: You can bundle AOL and CompuServe for $29.95/month. You can only bundle new AOL accounts with CompuServe and are unable to bundle two existing accounts. To bundle a new AOL account with your existing CompuServe account, you will need to either contact CompuServe or click on the link in the United Employee Channel. You will then need to walk through the steps to get a new AOL account and bundle it with your CompuServe account. You will NOT need a special Bundle Disk. All you will need to have is AOL and CompuServe installed on your computer. Once again, you CANNOT bundle an existing AOL account with an existing CompuServe account. The bundle is for new AOL members only who are bundling with CompuServe.

11) Q: I was supposed to get 45 days free with my AOL account but I received a bill anyway. Why did this happen and what should I do about it?
A: AOL in error batch registered all individuals who received a United AOL disk in the mail starting on December 20th, 2001. This resulted in some individuals receiving either no trial period or a substantially less amount that promised. AOL has agreed to provide 2 additional months free beginning with the next billing cycle. If you fall into this category you will receive the 2 months free without having to do anything to request it. It will be done for you automatically. The 2 free months will only apply for individuals who signed up with and are still using the United-AOL disk that was provided. If you are using a disk you received from any other source other than the United-AOL disk provided you WILL NOT receive 2 free months.
If you feel as if you have a billing issue that needs to be resolved, please send an email to aolquestions@ual.com and include the following information:
Your name
AOL screenname
Phone number
Address
Specific details about your bill
12) Q: How do I obtain the CompuServe-AOL Bundle and how much does it cost?
A: The CompuServe-AOL Bundle allows unlimited access to both CompuServe and AOL for the price of $29.95/month. You can only bundle an existing CompuServe account to a NEW AOL account. If you already have an AOL account you will NOT be able to bundle it with your CompuServe account. The bundle plan is designed as a feature to enhance your CompuServe account, therefore you can only bundle from CompuServe to AOL. If you have only AOL at this time and want to bundle with a new CompuServe account you will NOT be able to do so. To request the CompuServe-AOL Bundle you will need to click the link on the United Employee Channel or go to the following website: http://free.aol.com/tryaolfree/cs_aol/ms_index.adp

DISC SHIPMENT FAQS

1) Q: What should crewmembers have received from AOL?
A: They should have received an AOL CD and literature discussing sign-up procedures, etc. The associated literature is found on the inside of the CD jacket.

2) Q: Who should have received an AOL disk in their home mail?
A: All crewmembers with a United States address listed as their primary mailing address
should have received a disk at home.

3) Q: Who should have received an AOL disk in their domicile mailbox?
A: All crewmembers with an international address listed as their primary mailing address should have received a disk in their domicile. These crewmembers have been registered for AOL using United’s corporate address in the United States (1200 East Algonquin Rd., Elk Grove Village, IL) due to domestic address requirements in the United States client registration. This will not prohibit the use of the AOL software internationally

4) Q: When were the AOL CDs shipped?
A: CDs were shipped to current CompuServe crewmembers on Dec. 29 directly from AOL. Additional kits were mailed in early February.

5) Q: What should be done if the AOL CD is lost or never arrived in the mail?
A: If you live inside the United States, contact AOL directly at 1-877-340-1014 and ask for a UAL Crew Kit to be mailed. Please ensure you listen to all options. When you call in, select 1 on the first option if you would like to sign-up for AOL. Then, on the second option, select 2 for registering for the AOL service. If you live outside of the United States and are a crewmember, you should contact your domicile and ask for the software. If you are living outside the United States and are not a crewmember you will need to obtain a local in-country version of the software. These can usually be picked up for free at computer stores, etc.

INTERNATIONAL FAQS:

1) Q: Who should have received an AOL disk in their domicile mailbox?
A: All crewmembers with an international address listed as their primary mailing address should have received a disk in their domicile. These crewmembers have been registered for AOL using United’s corporate address in the United States (1200 East Algonquin Rd., Elk Grove Village, IL) due to domestic address requirements in the United States client registration. This will not prohibit the use of the AOL software internationally.

2) Q: What should be done if the AOL CD is lost or never arrived in the mail?
A: If you live inside the United States, contact AOL directly at 1-877-340-1014 and ask for a UAL Crew Kit to be mailed. Please ensure you listen to all options. When you call in, select 1 on the first option if you would like to sign-up for AOL. Then, on the second option, select 2 for registering for the AOL service. If you live outside of the United States and are a crewmember, you should contact your domicile and ask for the software. If you are living outside the United States and are not a crewmember you will need to obtain a local in-country version of the software. These can usually be picked up for free at computer stores, etc.

3) Q: If I live in a county other than the United States, should I use the U.S. version of AOL
or the local country AOL software?
A: It is up to the discretion of the individual. However, if the U.S. version of AOL is used internationally, the user will have to pay certain surcharges. While no surcharges will be incurred using the local in-country version of the AOL software, the pricing plans may be slightly different than the U.S. pricing plan. Contact the international AOL support (703) 476-0514) number for details.

It is recommended for international users who live in a country without a local version of AOL to obtain a local ISP and then subscribe to the AOL BYOA plan. You will install the US version of the software and will pay $14.95 per month in addition to whatever you are being charged by your other ISP. In order to be permitted by AOL to register for an account using the U.S. software, you must have a U.S.-based address. For individuals living internationally without a U.S. address, please send your name, file number, phone number, domicile, and home address to aolquestions@ual.com.  Your information will then be sent to AOL who will allow you to obtain a U.S. AOL account.

AOL International Price Plans:
AOL UK: 14.99 pounds/month (no additional telco charges); offer is 100 hours in your first month
AOL Germany: 39.90 Duetschmark + telco; offer is 50 hours in first month
AOL France: 327.97 FF + telco; offer is 50 hours in first month
AOL Japan: 1980 Yen + telco; offer is 100 hours in first month

4) Q: What if I live internationally in a country where there is no in-country version of the AOL software?
A: You will need to use the U.S. version of the software. Certain usage surcharges will apply. Another option available is to obtain a local ISP in your country and install the U.S. version of AOL. You will need to subscribe to the BYOA plan, which will cost $14.95 per month. You also will need to contact AOL to request that you be placed on this plan. Tell them that you are a United Airlines employee. Note that you will incur surcharges if you dial into the Internet using AOL. If you sign-onto the Internet with your other ISP and then sign onto to AOL you will NOT incur surcharges. In order to be permitted by AOL to register for an account using the U.S. software, you must have a U.S.-based address. For individuals living internationally without a U.S. address, please send your name, file number, phone number, domicile and home address to aolquestions@ual.com.  Your information will then be sent to AOL, which will allow you to obtain a U.S. AOL account.

5) Q: What country version of the AOL software has been sent to individuals in
International locations?
A: The U.S. version of AOL’s software was sent to internationally based employees. If you want an in-country version of the software, you will need to contact the domicile to request it if you are a crewmember. (Domiciles should have a supply of in-country CDs where available.) If you are not a crewmember, you can obtain the local in-country version of AOL, which can usually be found for free at computer stores, etc.

6) Q: Where else can I obtain an in-country version of the AOL software if I live
outside of the United States?
A: A limited number of in country AOL CDs were sent to each domicile. Crewmembers can pick them up there. You can also obtain in-country versions of the AOL software for free at most computer or electronic stores.

7) Q: What international countries have a local country client (version) of the AOL software?
A: The UK, Germany, France, and Japan. Versions of these country-specific AOL software can be obtained at either the domicile in that country or at any computer store in that country.

8) Q: My address and credit card information are international, which is prohibiting me from being able to sign up for an AOL account with the U.S. AOL CD. What do I do?
A: In order for you to register for an AOL account using the U.S. software abroad, you must have a U.S.-based address. AOL has a special arrangement with United to bypass this requirement. In order to take advantage of this arrangement, you will need to e-mail your name, address, telephone number, domicile and file number to aolquestions@ual.com.  This information will then be sent to AOL for registration.

It would be beneficial for international employees to use the U.S. version of AOL if they want to take advantage of the BYOA plan. In the BYOA plan, you obtain a local ISP to access the Internet, and then use the U.S. AOL software to access Unimatic/Apollo.

9) Q: What are the AOL support phone numbers that I should call if I want to use the local in-country client (version) of AOL for France, Germany, the UK, or Japan?

UK
Customer Service General: 0800-376-5432
Customer Service Tech Support: 0800-279-7444
Customer Service Sales & Billing: 0800-279-1234

France
Member Service - 33-17-020-0015

Germany
Member Service - 49-180-531-3164

Japan
Tech & AP Support Number:
Toll Free: 0120-275265
(from cell phone: 03-5331-7400)

10) Q: I want to access Unimatic and Apollo from an internet café or other location that doesn’t have AOL installed. Can I do this?
A: Yes, you can do this by accessing the following URL: http://airline.compuserve.com/ual/launch_mb2.asp 

This will only work provided the following:
You have a valid and current AOL account.
The computer you are using will allow the downloading of the applet.
The computer you are using meets the minimum system requirements.